Background

AAR Healthcare is currently one of the largest providers of outpatient healthcare services in East Africa, with a network of 21 clinics across the country and serving over 300,000 clients annually from across the social divide. At AAR Healthcare, we employ experienced medical and management staff, and use internationally approved disease management protocols and drug formulary supported by the state of the art information technology systems to provide consistent treatment for our clients from anywhere in East Africa.

Job Purpose

The Customer Experience Lead is responsible for defining and leading the organization’scustomer and patient experience strategy to ensure seamless, high-quality, and patientcentred service delivery across all touchpoints.

The role champions a customer-first culture, leveraging insights, data, and innovation to enhance satisfaction, loyalty, and trust, while contributing to improved health outcomes and organizational performance.

Key Responsibilities

CX Leadership & Enterprise Transformation:

• Formulate, champion, and execute a comprehensive enterprise-wide customer experience (CX) strategy aligned with corporate growth targets.
• Establish service excellence frameworks and operational standards across all physical, digital, and contact centre channels.
• Drive change management initiatives that embed a customer-first mindset into the organizational culture and operational DNA.
• Align customer experience strategies with digital transformation, automation, and innovation roadmaps.

Customer Journey Engineering & Process Optimization:

• Lead end-to-end patient journey mapping to identify friction points, elevate service delivery, and enhance operational efficiency.
• Establish quality governance through branch CX audits, mystery-shopping programs, and process benchmarks across all nationwide outpatient centres.
• Drive personalization across healthcare touchpoints using customer segmentation and operational insights.

Customer Intelligence, Analytics & Data Governance:

• Build and oversee robust feedback architecture
• Synthesize complex voice-of-customer analytics into strategic insights for executive decision-making.
• Monitor performance metrics and track the strategic ROI of CX interventions.

Service Excellence Governance & Recovery Architecture:

• Own the enterprise service recovery strategy, ensuring swift, high-impact resolution of complex patient escalations.
• Enforce compliance with health quality standards and patient privacy guidelines.
• Mitigate brand risk by monitoring frontline compliance with service standards.

Digital Innovation & Channel Integration:

• Lead the strategic adoption and operational integration of modern CX technologies.
• Leverage digital channels to improve turnaround times and customer engagement.

People Leadership & Capability Building

• Supervise and mentor CX personnel, building team capacity and performance standards.
• Architect training and capability-building programs across clinical and non-clinical staff.
• Embed CX KPIs into organizational performance evaluation frameworks.

Qualifications, Experience & Core competensis

• Education: Bachelor’s degree in Business, Healthcare Management, Marketing, or a related field.
• Professional Experience: 6 to 10 years of experience leading customer experience, service delivery, or operational transformation.
• Leadership Experience: At least 3 to 5 years in a strategic leadership or supervisory CX management role.
• Industry Focus: Background in healthcare, service-oriented multi-site industries, or digital service ecosystems is desirable.
• Key Skills: Customer journey design, digital channel deployment (CRM/AI), crossfunctional stakeholder management, and change leadership.
• Mobility: Willingness to undertake regular travel across the nationwide branch network.

• Formulate, champion, and execute a comprehensive enterprise-wide customer experience (CX) strategy aligned with corporate growth targets.
• Establish service excellence frameworks and operational standards across all physical, digital, and contact centre channels.
• Drive change management initiatives that embed a customer-first mindset into the organizational culture and operational DNA.
• Align customer experience strategies with digital transformation, automation, and innovation roadmaps.
• Lead end-to-end patient journey mapping to identify friction points, elevate service delivery, and enhance operational efficiency.
• Establish quality governance through branch CX audits, mystery-shopping programs, and process benchmarks across all nationwide outpatient centres.
• Drive personalization across healthcare touchpoints using customer segmentation and operational insights.
• Build and oversee robust feedback architecture
• Synthesize complex voice-of-customer analytics into strategic insights for executive decision-making.
• Monitor performance metrics and track the strategic ROI of CX interventions.
• Own the enterprise service recovery strategy, ensuring swift, high-impact resolution of complex patient escalations.
• Enforce compliance with health quality standards and patient privacy guidelines.
• Mitigate brand risk by monitoring frontline compliance with service standards.
• Lead the strategic adoption and operational integration of modern CX technologies.
• Leverage digital channels to improve turnaround times and customer engagement.
• Supervise and mentor CX personnel, building team capacity and performance standards.
• Architect training and capability-building programs across clinical and non-clinical staff.
• Embed CX KPIs into organizational performance evaluation frameworks.

• Customer journey design
• Digital channel deployment (CRM/AI)
• Crossfunctional stakeholder management
• Change leadership

• Bachelor’s degree in Business, Healthcare Management, Marketing, or a related field.
• 6 to 10 years of experience leading customer experience, service delivery, or operational transformation.
• At least 3 to 5 years in a strategic leadership or supervisory CX management role.
• Background in healthcare, service-oriented multi-site industries, or digital service ecosystems is desirable.